Question 9 Which procedural element does the following definition indicate? “A m

Question

Question 9 Which procedural element does the following definition indicate? “A manager or supervisor is on the floor at all times overseeing the work being done and providing assistance when necessary.”

a. Organization & supervision

b. Accommodation

c. Timeliness

d. Anticipation

Question 10 “The bellmen are introduced by the front desk agent to escort the guest to the room.” To what procedural element does this benchmark most closely relate?

a. Incremental flow

b. Customer feedback

c. Communication

d. Organization & supervision

Question 11 “Guests are offered a welcome beverage upon arrival.” To what procedural element does this benchmark most closely relate?

a. Anticipation

b. Communication

c. Accommodation

d. Timeliness

Question 12 “Guest service representatives can answer all questions regarding guest reservations and hotel facilities.” To what personal element does this benchmark most closely relate?

a. Guidance

b. Selling skills

c. Gracious problem solving

d. Naming names

Explanation / Answer

Q.9  Organization & supervision

This element talks about the fact that only an organized formof service and supervision can bring effeciency.

Q.10 Incremental flow

This means that it is ensured that there is a proper flow of service as predefined.

Q.11 Timeliness

Since, it is a part of the service provided, hence it should be ensured that it is done timely.

Q.12 Guidance

This includes answering all questions of the customers about the services provided.

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